Zendesk Suite
ZendeskExternal reviews
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Experience with Zendesk Support
What do you like best about the product?
Zendesk is by far the best balance between price and flexibility. With a small amount of experience or training, any person can configure and administer Zendesk. Zendesk provides a wide range of areas to customize it to your workflow, without having to build everything from the ground up.
What do you dislike about the product?
Having a system that is easy to manage and customize, means that more complex issues cannot be handled by Zendesk's internal tools. To accomplish very complex issues, or use cases that are not truly typical, can require additional development work to extend the capabilities of Zendesk.
What problems is the product solving and how is that benefiting you?
We're solving for our wider community support using Zendesk. We receive thousands of requests per day. Zendesk has allowed us to customize workflows for extremely different teams, while being able to provide a structured, efficient, and scalable response to user requests.
Review of Zendesk Support
What do you like best about the product?
Easy to use interface, consistent uptime
What do you dislike about the product?
The menu navigation can be difficult to get used to at first
What problems is the product solving and how is that benefiting you?
Client issues/requests
Zendesk SUpport
What do you like best about the product?
The urgent support advocacy you guys give.This is the best thing which I have got from you guys and highly experts in your support team plus will be glad if you guys give an developer support as well.
What do you dislike about the product?
Lack of developer resources and support agents for development because i would love to have this feature enabled for us in ZD, which can like help us in near future
What problems is the product solving and how is that benefiting you?
Customer satisfaction is a plus point, Customer retention other than that a high level of support to customers through your platform. Furthermore We have beneifits of taking analytical reports through tagging to see how customers impact is being placed on our products.
Recommendations to others considering the product:
Definitely a good
Nikki
What do you like best about the product?
The workspace in Zendesk is simple and easy to use.
What do you dislike about the product?
Reporting can be complicated. The Help Centre could be a little more user friendly, but I do love the Knowledge Capture.
What problems is the product solving and how is that benefiting you?
Capturing information. Linking information. Intergrations with Slack, Confluence, and Jira
Recommendations to others considering the product:
Huge capabilities. Some improvements could be made to chat.
Has everything you need but will be glitchy
What do you like best about the product?
The support and guides are our favorite as they allow capacities that other platforms do not. Also love the ability to add apps/ extensions on our ZenDesk board for support.
What do you dislike about the product?
Glitchy - all of our staff at some point has an issue with ZenDesk's talk feature whether its not allowing us to accept calls or simply not receiving them. This can happen anywhere from once a week to once a month for our team. Also, it is pretty expensive if you are not using the customer chat features.
What problems is the product solving and how is that benefiting you?
We love that it houses an all in one place for us to have our customer experience team work from. The multi-faceted platform is helpful for ease and efficiency.
Zendesk, Supports your Issues
What do you like best about the product?
I like that ZD can integrate with almost all products!
What do you dislike about the product?
Maybe make improvements in the interface, it's pretty old.
What problems is the product solving and how is that benefiting you?
We are resolving internal and external customers issues.
Great for the general stuff
What do you like best about the product?
I like the simple interface and the clean look.
What do you dislike about the product?
The separate Admin Center, the Explore page
What problems is the product solving and how is that benefiting you?
We have an organized Help Center where we can publish articles and also neatly answer and organize tickets.
Recommendations to others considering the product:
If you have a large volume upgrade your plan
Support for one of our production control teams has been very helpful
What do you like best about the product?
Views and triggers are probably the most helpful, being able to categorize certain tickets and get them assigned to certain people instead of having a giant backlog like in an email box improves efficiency
What do you dislike about the product?
There are many issues with explore. The different dictionaries are confusing and doing any kind of custom formulas seems like you need a lot technical experience. Filtering by tags also does not work the way other filters should and multi line fields do not populate well into a table
What problems is the product solving and how is that benefiting you?
Ticket oversight and efficiency. Before the team did not know exactly how well we were handling requests but now we can easily pull data showing agent performance as well as ticket handling
Powerful and meets the needs you have - Admin control panel feels like a different product
What do you like best about the product?
Zendesk has integrations to and from a ton of different tools. Makes it easy to centralize all our support channels and plug data into where it needs to go
What do you dislike about the product?
The admin control panel is often difficult to navigate and feels like a totally separate product from the core zendesk experience
What problems is the product solving and how is that benefiting you?
We're using it to centralize all of our support channels, its great for that purpose.
A great Tickets managing platform
What do you like best about the product?
it's really easy to use triggers, automations, and even add plugins-ish from the Zendesk Marketplace.
What do you dislike about the product?
It's sometimes too sophisticated to comprehend it well, you'd need a guide or training according to your needs.
What problems is the product solving and how is that benefiting you?
Tickets are being solved automatically thanks to triggers and AnswerBot, letting customers close their own ticket when they find the solution by themselves.
Recommendations to others considering the product:
Great and complete product
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